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Team Management

Kaanha AI supports a 4-tier role system for team access control.

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Roles

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Role Permission Matrix

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Inviting Team Members

  1. Go to Settings → Team
  2. Click Invite Member
  3. Enter email, name, a password for them (you set it directly in the invite form), and select a role
  4. Click Send Invite
This is a different flow from public signup: the new user is created immediately with that password and marked as verified — no confirmation email is sent, and there’s no separate email-verification step for them to complete. Give them the email and password directly so they can log in right away.
Plan limits apply: Starter allows 3 team members, Pro allows up to 10, Premium and Enterprise are unlimited. Attempting to invite beyond your plan limit returns an error.

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Changing Roles

  1. Go to Settings → Team
  2. Find the team member
  3. Click the role badge → select a new role from the dropdown
  4. Changes propagate to that user’s active session within about a minute (not instantly — their permissions update the next time their session is checked, roughly every 60 seconds)
An OWNER cannot demote themselves out of the OWNER role. There’s no separate check preventing an org from ending up with zero OWNERs some other way (e.g. one OWNER demoting a different OWNER) — be careful when changing another OWNER’s role.

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Removing Team Members

Only an OWNER can remove a team member — ADMIN can invite and change roles, but not remove someone outright.
  1. Go to Settings → Team
  2. Find the team member
  3. Click the … menu → Remove
  4. Confirm in the dialog
Removed users immediately lose access. Their conversation assignments remain visible but are marked as unassigned.

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Multi-Organization Membership

A single user account can belong to more than one organization (each with its own role — you might be an OWNER in one org and an AGENT in another). If your account has multiple organizations:
  • A workspace switcher lets you move between them without logging out
  • Switching organizations updates your active session context to that org’s data and permissions

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Session Management

Every login is tracked as a session, viewable under Settings → Sessions — device/browser, IP address, and last-active time for each one. You can revoke any session remotely (e.g. a lost laptop, or a login you don’t recognize), which forces that device to log in again.

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Round-Robin Assignment

When a new conversation arrives with no AI/bot handling it, Kaanha AI automatically assigns it to the agent with the fewest active conversations:
  • Only users with role AGENT or above are eligible
  • Assignment is by least-loaded strategy (not simple round-robin)
  • You can manually reassign in the chat header

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Conversation Assignment

In the Chat view, conversations show the assigned agent’s name. To reassign:
  1. Open the conversation
  2. Click the agent name in the header
  3. Select a different team member

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Agent Performance

View per-agent stats at Analytics → Agent Performance:

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SLA Policies

Set response time targets for your team:
  1. Go to Settings → SLA
  2. Click Create SLA Policy
  3. Set:
    • First Response Target: Time to first agent reply (default: 30 minutes)
    • Resolution Target: Time to close conversation (default: 24 hours)
  4. Activate the policy
The Analytics page shows your team’s current SLA compliance rate.